Service Desk Engineer

Responsibilities:

• Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees.
• Diagnose and resolve incidents across end‑user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.
• Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.
• Deliver first‑contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.
• Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.
• Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.
• Participate in structured shift handovers and support follow‑the‑sun operational coverage.
• Identify opportunities for automation, self‑service enhancements, process improvements, and overall service optimization.
• Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure.
• Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline.

Requirements:

• Bachelor's degree in computer science or related discipline, or equivalent practical experience.
• 3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, including remote support in high‑volume environments.
• Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices.
• Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITIL‑aligned operations, and knowledge management practices.
• Excellent verbal and written communication skills with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously.
• Professionalism, composure, and adaptability in fast‑paced environments with global user populations.
• Experience supporting financial services environments, including exposure to trading or market‑data platforms (e. g., Bloomberg).
• Flexibility to work in a 24x7 rotational shift model and willingness to operate in‑office five days per week.
• Strong analytical troubleshooting and root‑cause identification skills with close attention to detail and documentation quality.
• Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation (or willingness to obtain).
• Commitment to the highest ethical standards.